Refunds & Cancellations

Cancelling an order

You can cancel an order yourself while it is still Booked — that is, before the store accepts it. Open the order from My Orders and use Cancel.

Once the store has accepted and started preparing your food, the order can no longer be cancelled from the app, because the store has already spent money and time on it. If something has gone wrong at that stage, contact support and we will look at it case by case.

Cancellation fee

Cancelling before the store accepts is normally free, and the full amount you paid is refunded. A cancellation fee applies in some cities, set as a percentage of the order value; where it applies, the exact amount is shown to you before you confirm the cancellation, and only the balance is refunded. You are never charged a fee you were not shown first.

Orders cancelled by the store or by us

A store may be unable to fulfil an order — it has closed, run out of an item, or cannot deliver to your address. In that case the order is cancelled with a reason and you are refunded in full, including all fees. You are never charged a cancellation fee for a cancellation you did not cause.

Refunds

Orders are paid online before preparation begins, so a cancelled or undelivered order always has money to return. Zigvy refunds to the original payment method — the same UPI ID, card or account the payment came from. We cannot redirect a refund to a different account.

Refunds are initiated within 24 hours of the refund being approved. Once initiated, the money reaches you according to your bank or UPI provider's timeline, normally within 5–7 working days. You will see the refund reference on the order in My Orders.

Problems with an order you received

If an item is missing, wrong, spoiled or unsafe, raise it with support within 48 hours of delivery, with your order number and a photograph where relevant. We take it up with the store. Depending on what happened, the outcome is a replacement, a partial refund or a full refund.

Food is perishable, so we cannot accept returns of food items. This does not affect your rights where an item was not as described, was unsafe, or was never delivered.

How to reach us

Use the Help section in the app or on this site to raise a ticket against a specific order, or the contact details at https://www.zigvy.in/contact. Please include your order number — it is the fastest route to a resolution.